基于KANO模型的高端定制家居服务系统设计

Design of High-End Customized Home Service System Based on KANO Model

摘要: 在定制家居行业的不断发展与高端消费旺盛的背景下，设计高端定制家居产品服务系统，可以促进行业发展。采用KANO模型对样本进行分析，从高端定制家居发展趋势中整合出四个维度共23组的产品需求指标，展开用户问卷分析，以梳理“家居系统与客户定制”的关系，从而实施高端定制家居服务系统的设计。根据需求点的优先级排序，对定制场景进行划分，形成服务系统图与蓝图，设计线上定制服务平台，从而形成高端定制家居服务系统。通过对目标用户需求进行分析，从而展开服务设计研究，总结出“系统性”“安全性”“体验性”“可持续性”四个高端定制家居产品服务体系设计特点，并创新服务模式内容，为高端定制家居企业发展提供思路。

Abstract: In the context of the continuous development of customized home industry and high-end consumption, the design of high-end customized home product service system can promote the development of the industry. KANO model was used to analyze the samples, and 23 groups of product demand indicators from four dimensions were integrated from the development trend of high-end customized home furnaces, and user questionnaire analysis was carried out to clarify the relationship between “home furnaces and customer customization”, so as to implement the design of high-end customized home furnaces service system. According to the priority of the demand points, the customization scenarios are divided, the service system diagram and blueprint are formed, and the online customization service platform is designed, so as to form a high-end customized home service system. Through the analysis of the needs of target users, the service design research is carried out, and the design characteristics of four high-end customized home products service system are summarized, which are “systematic”, “security”, “experience” and “sustainability”, and the content of innovative service mode provides ideas for the development of high-end customized home products.